Primary Responsibilities: 

•  Lead and manage the Customer Operations team responsible for IROP handling, service recovery, and passenger re-accommodation.
•  Oversee the end-to-end management of flight disruption communications, ensuring timely, accurate, and empathetic messaging across all channels.
•  Coordinate with cross-functional teams and external parties to ensure seamless handling of disrupted passengers.
• Develop and implement standard operating procedures (SOPs) for irregular operations, ensuring consistency, compliance, and customer-first decision-making.
• Monitor daily flight operations to anticipate potential disruptions and proactively activate customer recovery plans.
• Drive the optimization of recovery workflows, including notifications, rebooking, refunds, and compensation, in alignment with policy and service standards.
• Analyze disruption performance metrics, customer feedback, and recovery turnaround times to identify improvement opportunities.
• Lead post-incident reviews to evaluate response effectiveness, capture learnings, and drive continuous improvement.
• Provide coaching, guidance, and performance management to team members to ensure operational readiness and accountability.

Qualifications: 

• Graduate of any 4-year course
• Must have a minimum of 3-5 years’ customer service experience, with at least 3 years in a leadership role.